Description

Introduction

Salesforce Case Management & Omni-Channel enables organizations to manage customer cases efficiently across multiple channels. It helps route cases to the right agents, automate workflows, and improve response times. Consequently, businesses can enhance customer satisfaction and streamline support operations.

Learner Prerequisites

• Basic understanding of Salesforce CRM.
• Familiarity with customer service processes and support workflows.
• Knowledge of case management and multi-channel communication.

Table of Contents

1. Introduction to Case Management

1.1 Overview of Case Management
1.2 Key Features and Benefits
1.3 Case Management vs Traditional Support

2. Case Creation and Handling

2.1 Creating and Logging Cases
2.2 Case Assignment Rules
2.3 Case Queues and Ownership
2.4 Case Escalation Rules
2.5 Auto-Response Rules

3. Omni-Channel Overview

3.1 Understanding Omni-Channel Routing
3.2 Omni-Channel Benefits for Support Teams
3.3 Types of Channels Supported

4. Omni-Channel Configuration

4.1 Setting Up Omni-Channel
4.2 Configuring Presence Statuses
4.3 Managing Agent Workload
4.4 Priority-Based Routing
4.5 Service Channels Setup

5. Agent Productivity Tools

5.1 Salesforce Service Console Overview
5.2 Using Macros to Automate Tasks
5.3 Quick Actions and Global Actions
5.4 Managing Cases Efficiently with CTI and Tasks

6. Knowledge and Case Resolution

6.1 Integrating Knowledge Base with Cases
6.2 Using Knowledge Articles for Fast Resolution
6.3 Case Collaboration Tools
6.4 Best Practices for Faster Resolution

7. Reporting and Analytics

7.1 Standard Reports for Case Metrics
7.2 Custom Dashboards for Omni-Channel
7.3 Monitoring Agent Performance
7.4 SLA Tracking and KPI Analysis

8. Automation and AI in Case Management

8.1 Workflow Rules for Cases
8.2 Escalation and Auto-Response Automation
8.3 Einstein AI for Case Predictions
8.4 AI-Powered Chatbots and Recommendations

9. Integration and Advanced Features

9.1 Integration with Marketing Cloud and Sales Cloud
9.2 Third-Party App Integration
9.3 Field Service Lightning Overview
9.4 Mobile Access and Remote Case Management

10. Best Practices and Governance

10.1 Data Management and Security
10.2 Change Management for Case Processes
10.3 Continuous Process Improvement
10.4 Enhancing Customer Experience

Conclusion

Mastering Salesforce Case Management & Omni-Channel helps organizations streamline support operations, optimize agent workload, and deliver consistent multi-channel service. With automation, analytics, and AI, teams can improve response times and customer satisfaction.